Predicting Customer Churn in Electronic Banking

Marcin Szmydt


The following paper is an outline of the current author’s research on the churn prediction in electronic banking. The research is based on real anonymised data of 4 million clients from one of the biggest Polish banks. Access to real data in such scale is a substantial strength of the study, as many researchers often do use only small data sample from a short period. Even though current research is still preliminary and ongoing, unlimited access to these data provides a great environment for further work. The study strongly connects with real business goals and trends in the banking industry as the author is also a practitioner. Described research focuses on methods for predicting customers who are likely to leave electronic banking. It contributes especially in further classification of an electronic churn and a broader definition of customer churn in general. Recommended solutions should contribute to the increase in the number of digital customers in the bank.
Author Marcin Szmydt (WIiGE / KIE)
Marcin Szmydt,,
- Department of Information Systems
Publication size in sheets0.5
Book Abramowicz Witold, Paschke Adrian (eds.): BIS 2018 International Workshops, Berlin, Germany, July 18–20, 2018, Revised Papers, Lecture Notes in Business Information Processing, vol. 339, 2019, Springer, ISBN 978-3-030-04848-8, [978-3-030-04849-5], 708 p., DOI:10.1007/978-3-030-04849-5
Keywords in PolishPrzewidywanie Odchodzenia Klientów Banku, Churn, Bankowość Elektroniczna
Keywords in EnglishBanking, Churn prediction, Electronic banking
Languageen angielski
Score (nominal)70
Score sourceconferenceList
ScoreMinisterial score = 70.0, 24-03-2020, ChapterFromConference
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